Jamillah Jones
Atlanta,GA
Summary
Highly experienced Remote/Customer Service Representative with a strong track record in client consultations, team training, and effective communication. Demonstrated expertise in mentoring, managing online sales, and maintaining client relationships. Seeking to leverage over 10 years of customer-oriented experience as a Customer Service Representative and Team Lead/Trainer.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Resident Coordinator
Somerby Senior Living
Sandy Springs , GA
02.2021 - 03.2023
- Served as a primary point of contact for residents, family members, and guests, ensuring effective communication of concerns to the Executive Director and relevant departments.
- Exemplified a compassionate approach in daily interactions, fostering positive relationships with coworkers, residents, families, and visitors.
- Coordinated cross-departmental efforts to address and resolve resident needs and concerns, maintaining a cohesive community environment.
- Coordinated with other departments to ensure efficient delivery of services.
- Provided guidance on housing policies, regulations, and procedures for residents.
Team Lead/Trainer
Manheim
Atlanta , GA
08.2015 - 07.2017
- Led training sessions for new hires, fostering a productive learning environment and ensuring a solid foundation in technical support protocols.
- Conducted regular call monitoring to maintain quality assurance and provided constructive feedback for continuous improvement.
- Communicated key performance indicators (KPIs) effectively, enabling team members to understand and meet organizational goals.
- Assisted in helping with inbound calls when business needs determined.
Customer Care Representative
Manheim Cox Automotive
Atlanta , GA
10.2013 - 08.2015
- Answered customer calls in a high volume inbound call center.
- Expert knowledge of the sales process of the largest Auto Auction in North America has.
- The ability to articulate policies and procedures from the pre-sale to the post-sale of vehicles.
- Provide B2B support directly to dealers, often speaking to owners and officers with a high level of urgency, and able to handle issues effectively and professionally.
- Assess the customer's financial standing to make decisions pertaining to overrides, pre-approved guidelines with minimal direction.
- Consistently exceeds performance expectations for Voice of the Customer after-call survey by displaying active listening skills, empathy, and ownership of the issue.
- Ranks in the Top 5% in the department for productivity, able to get to the root issue of the customer's call at a faster rate than my peers without sacrificing the experience.
- Tech support to assist dealer's access with live sales nationwide on their PC or Mobile Device. Advanced knowledge of web browsers IE, Chrome, Safari and Firefox.
- Develop deep and wide relationships with Sales, Field Locations, Corporate Partners, and national account teams to solidify Manheim Digital offerings as the most preferred digital automotive marketplace for buyers and sellers.
- Maintain relationships with existing customers to assist with problem solving, consulting and training on Manheim Digital/In-Lane and ancillary systems and partners.
Technical Support Coodinator
Verizon Wireless
Alpharetta , GA
06.2009 - 01.2012
- Responded to a high volume of inbound technical and network related calls while providing first contact resolution.
- Assist internal/external customers with advanced voice and data products.
- Troubleshoot hardware/software and network issues to provide immediate resolution through internal tracking systems.
- Provided detail information to configure data and voice products and PC operating systems.
- Demonstrated dual role as Customer Service Representative providing all resolution to any billing concerns.
- Assisted in training new hires, point of contact for supervisor, manager support team lead, peer to peer feedback.
Customer Service Representative
Verizon Wireless
Hanover , MD
09.2006 - 06.2009
- Answered customer inquiries via telephone and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Quickly analyzed customer needs while balancing company revenue concerns.
- Analyzed and resolved problems efficiently.
- Assist internal/external customers with billing issues.
- Use various administrative department tools and on-line resources for customer resolution.
- Troubleshoot hardware and software issues and identify network/applications issues using basic troubleshooting techniques.
- Assisted with new hire training, peer to peer feedback.
- Point of Contact for Supervisor.
Life Insurance Agent (Independent)
Primerica
Nationwide
03.2023 - Current
- Assess client insurance needs and financial goals to devise appropriate coverage plans.
- Utilize networking strategies to broaden client base and foster business growth.
- Mentor and guide new partners in developing their client service and sales skills.
- Ranked among the top ten sales agents in Georgia for life insurance, demonstrating exceptional sales skills and client relationship management.
Owner
Mystic Jewels Gift Shop
Atlanta , GA
03.2017 - Current
- Oversee the creation and distribution of handcrafted jewelry, ensuring quality control and customer satisfaction
- Manage online sales platform and provide mentorship to junior artisans, enhancing team capabilities and productivity
Education
Bachelor of Business Administration - Project Management Certification
Harford Community College
12.2024
Skills
- Leadership
- Project Management
- Strong written and verbal communication
- Strong multitasking efficiency
- Training and Development/Mentoring
- Microsoft Office
- Sales Force
- Customer Relationship Management (CRM)
- Problem solving
- Remote Communication Tools
Certification
- Project Management Certification, Harford Community College, TBD 2024
- Licensed Life Insurance Agent, Financial Service
Timeline
Life Insurance Agent (Independent)
Primerica
03.2023 - Current
Resident Coordinator
Somerby Senior Living
02.2021 - 03.2023
Owner
Mystic Jewels Gift Shop
03.2017 - Current
Team Lead/Trainer
Manheim
08.2015 - 07.2017
Customer Care Representative
Manheim Cox Automotive
10.2013 - 08.2015
Technical Support Coodinator
Verizon Wireless
06.2009 - 01.2012
Customer Service Representative
Verizon Wireless
09.2006 - 06.2009
- Project Management Certification, Harford Community College, TBD 2024
- Licensed Life Insurance Agent, Financial Service
Bachelor of Business Administration - Project Management Certification
Harford Community College
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